We get asked a fair few questions here at Mac Upgrades HQ. We hope this document manages to answer most of them. If it doesn't cover your enquiry don't hesitate to let us know. Simply fill out this form and one of our team will get right back to you.
Who are you?
We are part of 2nd Chance PC Ltd, one of the UK's largest Refurbished Mac Resellers. Mac Upgrades is an Official Reseller for such top brands such as ATI, ATTO, EZQuest, IBM, KeySpan, Macally, Micron, Sonnet, and many more.
The Mac Upgrades site was formed for two reasons. Number one we're crazy about Apple. Every member of the Mac Upgrades is an official Mac geek and we all use the products we sell. Whether adding a new graphics card for improved Doom 3 or the neat little Sonnet Aria card to get your old PCI Mac on our AirPort network.
Number two, we have sold Mac Upgrades for a very long time. During that time we've gained a fair bit of product knowledge. The website seemed to be the best place to make this information available so our customers can make informed decisions when upgrading their Mac.
Where are you guys?
Our Sales Office is based just outside of Cambridge. If you wish you can collect your Mac Upgrade from our sales office. We recommend you do this by prior arrangement so we can make sure the item you want is here. You can either call on 01223 833412 or email us. Our full postal address is as follows
We have moved offices from 10th August 2012, our new address is:
Note to visitors: There are two business parks with adjacent entrances, South Cambridgeshire Business Park and Dale's Manor. While they are connected, we are easier to find in you enter via the South Cambridgeshire Business Park entrance, since there is a sign on the way in which will show you where Unit 5 is - we are listed under our company name of "Second Chance PC Ltd".
Second Chance PC Limited
Unit 5, South Cambridgeshire Business Park
Get directions from Google Maps.
How long does delivery take?
Please see our Shipping Section for information regarding delivery.
I've placed my order where's my confirmation email?
Here at Mac Upgrades we believe in the human touch. This means that each order placed is processed by a real person. It allows us to fight fraud and to ensure the right things get to the right people. Because of this orders are only processed, and therefore confirmation emails sent, during office hours. Our office hours are Monday to Friday 9am to 5pm (excluding Public Holidays).
Sometimes there are problems sending a Confirmation email. This is usually because the email address was inputted incorrectly. Please call on 01223 833412 (during Office Hours) if you feel this could have happened and our staff will find the order for you.
Where do I find my order reference number?
Your order reference number will be located in the Body of your Order Confirmation email preceeded by the words Order Number. If you cannot find this email we can normally locate your order via the Delivery Address Post Code.
Where is my order?
If you haven't received your order, first please accept our apologies. Secondly we have a page that should answer any delivery related questions here.
Is the item I'm ordering in stock?
Unless specified when the product is added to your Cart the item is in stock. We aim to dispatch all in stock orders within 2 working days of your order being processed. If an item on your order is out of stock you will be informed in your order confirmation email.
I might not be in to sign for my delivery, what happens to my order?
We use two methods of delivery. Royal Mail Recorded Delivery and a Couriered Delivery Option. Under the Royal Mail Recorded Delivery Option once delivery is attempted a card will be put through your door if you are not present. The item will then be taken to your Local Post or Sorting Office to await collection. The Royal Mail will hold your parcel at the collection point for 7 days and then return the item to us. Once the item arrives with us we will contact you to rearrange delivery, an additional shipping charge may be incurred.
With the Couriered Delivery option again if you are not present they will leave a card with the contact details of the location the goods are being held. If the item is not collected or redelivery arranged within 3 days the item will again be returned to us. Once the item arrives with us we will contact you to rearrange delivery, an additional shipping charge may be incurred.
Where do you deliver to and what delivery services do you use?
Except for BFPO addresses we only deliver to the UK and Ireland, the Channel Islands, and the Isle of Mann. For Mainland UK addresses we offer both a Royal Mail 1st Class Recorded service and a couriered delivery service, usually via City Link. For non-mainland UK, the Channel Islands, the Isle of Mann and BFPO addresses we use a Royal Mail 1st Class Recorded Delivery service. For Ireland we use a Royal Mail International Signed-For service, which is delivered by An Post.
I ordered the wrong thing?
Whoops! As long as the item isn't opened and you contact us within a reasonable timescale it should all be OK. Here is a link to our Terms and Conditions page which outlines details regarding Refunds and Returns.
I want to send something back for a refund.
OK. Please refer to our Terms and Conditions page and follow the instructions appropriately.
I've ordered something that's not in stock. What happens now?
We will email you to confirm the order and place the item on back order. Once the item becomes available for dispatch we will email again confirming that we will charge and dispatch your order.
Unlike a high street retail shop that does not take 'back orders' for products which are out of stock, at Mac Upgrades hundreds of orders are placed for products which aren't in stock at the time of purchase.
There's a massive amount of people who want to buy the latest, hottest product for their Mac, which often means that customers have to wait for stock.
We buy a huge range of stock items, from many different suppliers, which helps ensure that we can offer you the best deal. It's completely impractical to do anything other than take our supplier's word regarding delivery dates. These are entered in our system and then displayed on the website.
We normally buy from wholesalers, who in turn buy from manufacturers' UK offices, who in turn bring in stock from their factories, which are normally located in the Far East (Japan, Taiwan, China, Malaysia etc.). It's often the case that problems with stock deliveries relate to the fact that products are being shipped from the Far East. For example, there could be problems relating to the scheduling of marine and air freight, or customs procedures, which unfortunately affect the 'chain' - which includes us and you, as the customer.
We do of course try our best to meet the date quoted, but unfortunately due to the reasons explained above, this is often out of our control.
Stock delays are frustrating to everybody involved in the chain, and we're aware that such delays can cause customer dissatisfaction. However, our business relies on supplying product, which has to obtained via the distribution channels in place.
If you find yourself waiting for a product and the delivery dates keep on moving, then all we can do is offer our apologies and continue to find out where delayed stock is - but please do appreciate that the dates are generally out of our control.
If we're out of stock for weeks on an item, it's worth remembering that all other UK dealers are likely to be out as well, simply because the stock is unavailable.
When a product is delayed, the only response we can offer customers is that they either wait for the product, change their order, or cancel it. If you urgently need a product then we suggest you browse our website to find a like for like alternative product. Or, if you simply wish to cancel your order, you can do that easily by emailing us, quoting your Order Reference Number.